Views are a way to organize your tickets by grouping them into lists based on certain criteria. For example, you can create a view for unsolved tickets that are assigned to you, a view for new tickets that need to be triaged, or a view for pending tickets that are awaiting response. Using views can help you determine what tickets need attention from you or your team and plan accordingly.
Many support teams use views to guide the workflow by requiring agents to address tickets in one view first and then others in a specific order. Views can also mirror the support structure you've created. For example, if you provide different levels of service for different customers or manage escalation using a tiered support group structure (Level 1, Level 2), you can create views for each of these scenarios.
This article covers the following topics:
About view types
Zendesk Support includes the following types of views:
- Default views. There are a number ofstandard viewscreated when you open a Zendesk Support account. You can deactivate or edit most of these views; however, the Suspended tickets and Deleted tickets views cannot be edited or removed from your list of views.
- Shared views. Administrators can create views that are available to all agents or to all agents in a specific group. The first 12 shared views are accessible in theViewslist (
) . - Personal views. Agents can create views that available to themselves only. The first 8 personal views are accessible in theViewslist ().
Adding views
Views are a way to organize tickets by grouping them into lists based on certain criteria.
Agents can create views for their own personal use only. Admins andagents in custom roles with permissioncan create personal views, as well as shared views for use by multiple agents.
For best practices when setting up and using views, seeBest practices for creating views.
The following video gives you an overview of how to add views to filter your tickets:
Adding views to filter tickets [1:23]
- InAdmin Center, click
Workspacesin the sidebar, then selectAgent tools > Views. - ClickAdd view.
Alternatively, you can clone an existing view. (seeCloning a view).
- Enter a标题for the view.
- Enter aDescriptionfor the view.
- Select an option to determineWho has access:
- Any agent, available to all agents.
- Agents in specific groups, available to agents in specified groups. Select groups from the menu, then click away when finished.
- Only you, available to you as a personal view.
- ClickAdd conditionto set up the view to meetAllorAnyconditions.
The conditions define this collection of tickets.
- Select aCondition,Field operator, andValuefor each condition you add.
- ClickPreviewto test the conditions.
- Set the formatting options:
- Drag theColumnsinto the order you want and clickAdd columnto add up to 10 columns.
Status is always shown ascolored iconsto the left of your view's columns; you don't have to add it. Multi-select fields are not supported.
- UnderGroup by, select the ticket field you want to use to group tickets, then selectAscendingorDescending.“透明国际”p:If you selectRequest datefrom theGroup bydrop-down list, any settings you change in theOrder bydrop-down list will not be applied.
- UnderOrder by, select a ticket field to use as the default data to order tickets, then selectAscendingorDescending.
- Drag theColumnsinto the order you want and clickAdd columnto add up to 10 columns.
- ClickSave.
The view is created.
You can manage your view (edit, deactivate, and so on) on the view's page (seeManaging your views).
Building view condition statements
As with the other business rules, you select collections of tickets using conditions, operators, and values.
You must have at least one of the following ticket properties in theMeet all of the following conditionssection:
- Status
- Status category
- Type
- Group
- Assignee
- Requester
Some conditions may not be available, depending on your plan.
| Condition | Description |
|---|---|
| “透明国际”cket: Status |
Note:If you’veactivated custom ticket statuses, existing system ticket statuses become status categories. If you have existing conditions that use Status, they’re updated to the corresponding Status category. The system ticket status values are: Newis the initial status of a newly created ticket (not assigned to an agent). Openmeans that the ticket has been assigned to an agent. Pendingis used to indicate that the requester has been asked for information and the ticket is therefore on hold until that information has been received. On-hold意味着支持请求正在等待一个可溶性酚醛树脂ution from a third party—someone who is not a member of your support staff and does not have an agent account in your Zendesk. This status is optional and must be added to your Zendesk (seeAdding on-hold ticket status to your Zendesk). Solvedindicates that the customer’s issue has been resolved. Tickets remain solved until they are closed. Closedmeans that the ticket has been locked and cannot be reopened or updated. When selecting a status, you can use the field operatorsLess ThanandGreater Thanto specify a range of tickets based on their status.Newis the lowest value, with values increasing until you get toClosedstatus. For example, a condition statement that returns only New, Open, and Pending tickets looks like this: Status is less than Solved. |
| “透明国际”cket: Status category |
Note:If you’veactivated custom ticket statuses, system ticket statuses and any ticket statuses you create are grouped into status categories. Each status category has a default ticket status. SeeManaging ticket statuses. The status category values are:
|
| “透明国际”cket: Ticket status | If you’veactivated custom ticket statuses, you can select system ticket statuses and new ticket statuses you created as conditions. |
| “透明国际”cket: Brand | Include (is) or exclude (is not) a brand using the drop-down menu. |
| 门票:形式 | Select the required ticket form. For more information on ticket forms, seeCreating ticket forms to support multiple request types. |
| “透明国际”cket: Type | The ticket type values are: Question Incidentis used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket. Problemis a support issue that needs to be resolved. Taskis used by the support agents to track various tasks. |
| “透明国际”cket: Priority | There are four values for priority:Low,Normal,High, andUrgent. As with status, you can use the field operators to select tickets that span different priority settings. For example, this statement returns all tickets that are not urgent: Priority is less than Urgent |
| “透明国际”cket: Group | The ticket group values are:
Group nameis the actual name of the group that is assigned to the ticket. |
| “透明国际”cket: Assignee | The assignee values are:
Additional value for views:
|
| “透明国际”cket: Requester | The requester values are:
Additional value for views:
|
| “透明国际”cket: Organization | The organization values are:
|
| “透明国际”cket: Tags | 如果票反对,你使用这个条件来确定tain a specific tag or tags. You can include or exclude tags in the condition statement by using the operatorsContains at least one of the followingorContains none of the following. More than one tag can be added. Press Enter between each tag you add. |
| “透明国际”cket: Description | The description is the first comment in the ticket. It does not include the text from the subject line of the ticket. If you are using theContains at least one of the followingorContains none of the followingoperators, the results will consider words containing part of the entered search terms. For example, using "none" for this condition will return (or exclude) ticket descriptions containing "nonetheless". The description condition also pulls data contained within the HTML and the original source of a ticket. |
| “透明国际”cket: Channel | The ticket channel is where and how the ticket was created. The contents of this list will differ depending on the channels you have active, and any integrations you are using. For more information about the channels you can configure, seeAbout Zendesk Support channelsandUnderstanding ticket channels in Explore. |
| “透明国际”cket: Integration Account | Include (is) or exclude (is not) an installed Support or messaging integration using the drop-down menu. |
| “透明国际”cket: Received at | This condition checks the email address from which the ticket was received and the email address from which the ticket was originally received. These values are often, but not always, the same. The ticket can be received from a Zendesk email domain such as sales@mondocam.zendesk.com, or from an external email domain such as support@acmejetengines.com. The external email domain must be set up as described inForwarding incoming email to Zendesk Supportor the condition won't work. Note that this condition doesn't check the channel from which the ticket originated and can be true for tickets that weren't received through email. For example, when using theSelect an Address appyou can specify a recipient email address and therefore meet this condition even though the ticket was created in the agent interface. |
| “透明国际”cket: Satisfaction | This condition returns the following customer satisfaction rating values:
|
| “透明国际”cket: Satisfaction Reason | Include (is) or exclude (is not) the selected satisfaction reason, if activated, using the drop-down menu. |
| “透明国际”cket: Hours since... | These conditions allow you to select tickets based on the hours that have passed since the ticket was updated in the following ways:
You can specify only whole hours, not days or fractional hours. The hours value must be at least zero.
Note:These conditions are not available when you use the option“透明国际”ckets can meet any of these conditions to appear in the view.
Note:If you havemultiple schedules, views based on business hours use yourdefaultschedule (that is, the first schedule in your schedules list).
|
| “透明国际”cket:Custom fields | Custom fields that set tags (drop-down list and checkbox) are available as conditions. You can select the drop-down list values and Yes or No for checkboxes. You can also use date conditions to specify if the date value is before, after, or on a certain date. For example, you could look for all tickets created in the last hour by using the conditionHours since created>Is>1. The following field types aren't available as view conditions: Text, Multi-line, Numeric, Decimal, Credit Card, Regex.
Note:Each custom checkbox field must have an associated tag. Otherwise, when you create or edit a view, it won't appear as an available condition.
|
| “透明国际”cket: Privacy | Checks the privacy settings on ticket comments. SeeAdding comments to ticketsfor information on public vs. private comments. |
| “透明国际”cket: Skills | SeeCreating skills-based views. |
| “透明国际”cket sharing: Sent to | Checks whether a ticket was shared to another Zendesk Support account via a specific ticket sharing agreement |
| “透明国际”cket sharing: Received from | Checks whether a ticket was shared from another Zendesk Support account via a specific ticket sharing agreement |
| Requester: Language | Checks the language used by the end user. Include (is) or exclude (is not) languages using the drop-down list of supported languages. |
Cloning a view
You can clone an existing view to create a copy that you can modify and use for some other purpose. You can clone a view from the Views admin page or from the views list.
If using custom roles, agents will need to be permitted to add and edit personal, group, and global views (seeCreating custom agent roles). Agents will receive an error message if not given the permission.
To clone a view from the Views admin page
- InAdmin Center, clickWorkspacesin the sidebar, then selectAgent tools > Views.
- Hover your mouse over the view you want to clone, then click the options menu (
) and selectClone view. - Modify the title, conditions, formatting, and availability as needed.
- ClickSave.
74 Comments
Andras GuseoI can assure you that view works perfectly for us. Why don't you give it a try?
Theanyconditions are an "or" condition, meaning you will only see tickets for which the
OR
HiNicky Clark
Thank you again for getting back. You are totally right! That does work.
In my hastiness I simplified the "query" and with that removed the issue. :)
What I would like to achieve is, show me tickets that are:
"type" can be a custom field/value, tag, or whatever is allowed.
Is this possible somehow?
Thank you!
Andras Guseofab, glad that was able to get you partially sorted.
That second requirement is certainly trickier, and I can't think of any way to achieve that within a single view. Good luck!
Hi,
Is it possible to move a ticket in any view and that ticket should not appear in any other view(pre-defined/manually created)?
Views are a way to organize your tickets by grouping them into lists based on certain criteria. To make sure that the ticket will only display on a certain views, you will need to select collections of tickets usingconditions,operators, andvalues.
For more information, please see this article:Building view conditions statements
I hope that helps!
Hello,
If i create a view with the following settings:
"Tickets must meet all of these conditions to appear in the view"where the only condition is "Group Is Support", the results are 10,082 tickets in the "Preview" — however, when I use Zendesk search for simply "group:Support", there are 28,011 ticket results.
How come there is such a large discrepancy between a view and a search that should result in the same amount of tickets?
Thanks!
HiDL,
We were able to confirm that this is expected. Zendesk automatically archives tickets 120 days after they are marked Closed. And archived ticket do not show in views, but can still be found with searching.
For more information, please check out this guide about“透明国际”cket Archiving.
I hope that helps!
Why are SLA conditions not available in the ANY condition?
I want to create a view that shows tickets with both upcoming and current SLA breaches. i.e. tickets with any
`Hours Until Next SLA Breach` < 72
`Hours Since Last SLA Breach` > 0
hi, anyone know how to create a View with key words in the email subject as the condition? I don't see that option.
Thanks, Peter
There's no condition within views that will allow you to filter by ticket subject, however, you could create a trigger that would automatically tag tickets that contain keywords in the subject. Then you would need to create a view that shows all tickets that contain that tag.
When creating your trigger, you will just want to use the“透明国际”cket: Subject Textcondition. More information in this article:How do I filter my views by ticket subject?
I hope this helps!
Is there any plan to increase the number of created views that are displayed on the left? The current point it caps out and whatever else you create has to nudge another one out of view on this left side gets frustrating
This is something our Product Managers are actively working on and they have a solution currently in closed beta that will bump up the number of views available on the left side. I don't have an ETA of when this will be available for everyone but you can follow our Announcements page for new releases as they come up:Zendesk Announcements
You can follow the section so you receive email notifications when we post updates. I hope this helps!
I'm trying to create a personal view of my agents' daily addressed tickets. I would simply like to know how many public replies they send during their shift, but can't set this up as there is no such condition as "Reply > Is > public"
Nina(I hope this is the right Nina) Public replies are not a condition for views. But this data can be found in the Explore Support Dashboard (Agent Updates tab).
Pleasesign into leave a comment.